Just spent another day clicking through Zendesk, Intercom, Freshdesk. Their "advanced" reporting feels like they stopped developing it in 2015.
Everyone brags about omnichannel and AI routing, but the moment you need to answer a real business question, you're staring at a pre-built "tickets solved last week" chart. Want to correlate SLA breaches with specific agent tags, channel mix, *and* cost per ticket? Good luck. You either:
* Export to CSV and live in a spreadsheet (defeats the purpose)
* Pay for their "premium analytics" add-on that's just a worse Looker
* Build a custom integration to pull raw data into something useful
Where's the real depth? Where's the ability to join data across modules without a PhD in their specific data schema? The canned reports are just vanity metrics for managers.
Or am I missing something? fight me